Online Travel Chat Consultant

American Express International Inc.; Taguig; Hybrid; PHP 335,000 - 536,000; Full time

Benefits offered by this job

Financial well-being and retirement

Comprehensive medical, dental, vision,

Hybrid work model

Work From Anywhere program

Parental leave

Wellness centers access

Counseling support

Career development

Meals onsite

Internet allowance

Medical reimbursements

Job summary

American Express Travel and Concierge Experiences is seeking a dedicated agent to support Card Members with travel plans and bookings. You will resolve inquiries in real-time via chat or voice, leveraging GDS to book flights, cars and hotels while maximizing exclusive benefits.

Candidates should have travel BPO experience, strong English communication, and the ability to multi-task in a dynamic, hybrid work environment. A customer-first mindset and integrity are essential.

Qualifications

• At least 1 year of recent experience handling a travel account in a BPO setting (voice or chat).
• Live chat experience preferred but not required for candidates with travel industry voice experience.
• At least 1 year of GDS experience is required.
• Fluent written and spoken English.
• Strong multitasking, time-management and accuracy.

Responsibilities

• Consult Card Members to recommend tailored resolutions meeting their needs.
• Troubleshoot travel site issues and guide customers while navigating the site.
• Book domestic and international flights, cars, and hotels for Card Members.
• Help members access exclusive benefits and Loyalty programs.
• Handle multiple customer conversations concurrently.

Skills

Live chat experience

English fluency

Education

Bachelor’s degree / equivalent

Tools

GDS

Job description

9th in Great Place to Work’s Best Workplaces™ in the Philippines 2026
10th in Fortune Magazine’s 2026 World’s Most Admired Companies
6th in Great Place to Work Philippines Best Workplaces in IT-BPM 2026
4th in Great Place to Work's Best Company To Work For 2025
Get a first-class start to your travel career.

American Express Travel and Concierge Experiences (TCE) serves American Express Card Members around the world with a full range of services, from trip planning and booking to enhancing their travel plans with tailored experiences.

Across the globe, TCE has thousands of dedicated colleagues who are passionate about what they do and take pride in delivering exceptional, personalized service to our customers and helping them to unlock unique and memorable experiences from their travels.

From learner to leader, see the bigger picture.

American Express Card Members can contact us via different channels; e-mail, on-line chat or voice/call. Our tech-savvy Consultants use their passion for travel and their ability to creatively resolve enquiries to deliver an extraordinary experience to our US-based customers who are using chat on the American Express Travel website.

This service enables the card members to interact in real-time to access their exclusive programs and unique benefits, gain assistance with website navigation and make bookings. It offers personal choice and convenience to our Card Members and inspires long-term relationships and loyalty along the way.

Travel plans change frequently. Here’s just some of what you could be doing each day.

Consulting with your Card Members so that you can recommend tailored resolutions to immediately meet their needs

Troubleshooting any customer issues relating to the use of the travel website and expertly guiding customers whilst they navigate around the site

Assisting Card Members by expertly booking domestic and international flights, cars and hotels

Using your in-depth knowledge to help Card Members access their exclusive benefits, including how to make the most of their Membership Reward points

Multi-tasking as you will be conducting multiple customer conversations simultaneously.

Qualifications

At least 1 year of recent experience handling a travel account in a BPO setting (voice or chat), with CSAT/NPS as part of the metrics

Live chat experience (travel or non-travel account) is preferred but not required for candidates with strong travel industry voice experience

At least 1 year of GDS experience is required

What you need to thrive

A flair for recognizing customer mood and tone through written communication and delivering extraordinary customer care to meet their requirements

Ability to fluently speak and write in English

Computer skills are vital as you’ll be communicating with multiple customers whilst navigating different tools, all day, every day

Resilience and composure to remain positive under pressure and manage your workload efficiently

A problem solver, you’ll be able to effectively evaluate cardmember issues and offer the best creative solutions with a view to resolving on the first contact

A mathematical mind with an eye for detail and accuracy

Strong time-management, prioritization, and multi-tasking skills as you will be handling several different customer enquiries simultaneously

High level of integrity to work with customer information and meet compliance requirements

The flexibility to work a shifting schedule

Bachelor’s degree, associate degree, college undergrads, senior high school graduate may apply

Workplace Flexibility: Full time. Must be amenable to follow a hybrid work arrangement (onsite and work from home)

Work From Home Requirements:

Must have at least 25 MBPS internet connection plan / speed

Must have a private & quiet area to work at home

American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives

• Support for financial-well-being and retirement.
• Comprehensive medical, dental, vision, life insurance, and disability benefits.
• 100% company-paid medical coverage, including up to three eligible dependents.
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need.
• Work From Anywhere program allows you to work from a different location for up to four weeks each year.
• Generous paid parental leave policies.
• Free access to global on-site wellness centers staffed with nurses and doctors.
• Free and confidential counseling support through our Healthy Minds program.
• Career development and training opportunities.
• Complimentary daily meals and snacks onsite.
• Fixed Monthly Internet Allowance.
• Medical out-patient reimbursable benefits.

At American Express, our culture is built on a 175-year history of innovation,shared valuesand Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you’ll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

Unlock job insights

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At American Express, our culture is built on a 175-year history of innovation, shared values and leadership behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you’ll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

You Lead the Way. We’ve Got Your Back.

At American Express, our culture is built on a 175-year history of innovation, shared values and leadership behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you’ll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.